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Support

Last updated July 2026

Contact us

Email hello@fresim.com and we'll get back to you as soon as we can. Include the email address you used for your purchase or sign-in so we can find your order quickly.

If you bought your eSIM from a creator's storefront, that storefront may also list its own support contact — either works, and we'll route your question to the right place.

Installing your eSIM

  • How do I install my eSIM on iPhone? Go to Settings → Cellular (or Mobile Service) → Add eSIM → Use QR Code if you're scanning from another device, or Enter Details Manually to paste the activation code from your confirmation email or storefront page instead. Keep Wi-Fi on during setup — it can take a minute to finish.
  • How do I install my eSIM on Android? Go to Settings → Network & Internet (or Connections) → SIMs → Add eSIM (some phones show this as "Add mobile plan" or "Download a SIM instead?"). Choose Scan a QR Code if you're scanning from another device, or the manual/text entry option to paste the activation code from your confirmation email or storefront page instead. Menu names vary slightly by manufacturer (Samsung, Pixel, etc.) but the flow is the same.
  • My QR code won't scan — what do I do? Turn up your screen brightness if you're scanning from another device, and make sure the QR code is fully in frame rather than cropped by a screenshot. If it still won't scan, your confirmation email and storefront page also show the same activation code as copyable text — choose "Enter Details Manually" in your device's eSIM setup and paste it in instead.
  • I installed my eSIM but have no service — what now? First, toggle Airplane Mode on and off to force your phone to re-register with the network. Next, confirm the eSIM line (not your physical SIM) is set as your data line: iOS — Settings → Cellular → Cellular Data, Android — Settings → Network & Internet → SIMs → tap the eSIM → enable "Use for mobile data." Carrier registration can take a few minutes after activation, especially right after landing — give it 10–15 minutes before trying again.
  • How do I check my data usage? Open My eSIMs at the top of the store (or tap "Manage your eSIM" in any of our emails): it shows how much data each eSIM has left. We also email you once you've used about 80% of your allowance, so you'll know before you run out.

If you were given a redemption code

Most orders arrive with their installation details in the email itself. If you were given a redemption code instead, enter it at fresim.com/redeem to view your eSIM's installation details. Codes are single-use and expire 90 days after they are issued.

Your account

  • Do I need an account? No. Buying an eSIM, and redeeming a code, need nothing but the email address you want your eSIM sent to — there is no password to remember or reset.
  • Deleting your data: you can ask us to delete the account record held against your email address at any time, and deletion takes effect immediately. See how to delete your account for what is removed and what we are required to keep.
  • Device compatibility: Most eSIM-capable phones work, including iPhone XS or later and recent Pixel and Galaxy models. Check Settings → About → SIMs (or Cellular) on your device to confirm eSIM support before you buy.

Refunds

If you haven't installed your eSIM yet, you can get a full refund within 30 days of purchase: ask in the support chat or contact us. Once an eSIM is installed on a phone it counts as used, because it can't be moved or reused, so after that refunds are considered case by case, for example if the service didn't work or you used almost none of the data.

Frequently asked questions

  • When does my data plan start? Your plan starts the moment you activate the eSIM on your device, not when you buy it — so you can buy ahead of your trip.
  • Can I use my phone number for calls and texts? eSIM data plans provide mobile data only. Keep your physical SIM active for calls and texts, or use a data-based calling app.
  • What if I run out of data? Top up anytime from your My eSIMs page, or from this store with your eSIM's ICCID. The data goes onto the eSIM you already have, so there's nothing new to install.
  • What devices are compatible? Most eSIM-capable phones work, including iPhone XS or later and recent Pixel and Galaxy models. Check Settings → About → SIMs (or Cellular) on your device to confirm eSIM support before you buy.
  • What is your refund policy? If you haven't installed your eSIM yet, you can get a full refund within 30 days of purchase: ask in the support chat or contact us. Once an eSIM is installed on a phone it counts as used, because it can't be moved or reused, so after that refunds are considered case by case, for example if the service didn't work or you used almost none of the data.

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